The News: Gupshup acquires AI-power voice leader Knowlarity Communications. The acquisition, which was announced recently, will complement Gupshup’s product suite of conversation messaging applications. Knowlarity offers cloud telephony, contact center automation, and AI-powered voice assistants. The combination of the two product suites will likely make an impact on the conversation engagement market. Read the full press release here.
Gupshup Acquires AI-powered Voice Leader Knowlarity
Analyst Take: We’ve all had interactions with customer service robots, both via voice and chat, that have, well, not worked well. I’m betting you’ve been there — haven’t we all? Stuck navigating a web of often confusing menus, bombarded by chat messages that don’t relate to the products that you’re are searching for, or struggling to communicate a problem or issue with a customer service chatbot that doesn’t understand a request. For an organization, these types of interactions can be dangerous. They can quickly exacerbate a situation with an already frustrated customer, damage the brand reputation and customer trust in the brand, and perhaps even send the frustrated customer directly to a competitor.
As I looked deeper following the news of this acquisition, it’s clear that Gupshup and Knowlarity have been tackling this problem from different angles. Knowlarity’s line of AI-enabled voice and video solutions have been utilized across a variety of industries and are designed to help organizations streamline communications with customers no matter where they are in their journey. Gupshup provides organizations with a simple to use conversational messaging platform that enables better customer engagement from marketing to support.
As customer experience expectations continue to shift, and contact centers remain ground zero in terms of serving up great customer experiences, businesses of all sizes and in all industries are focusing more on providing better conversational interactions across voice and messaging channels. Gupshup’s acquisition of Knowlarity is a smart move. It will make it easier for enterprise organizations to provide this type of communication across multiple channels. Combining the two product suites will likely lead to better experiences for existing customers and will make Gupshup and attractive solution for future customers, too. I’ll look forward to keeping an eye on what’s ahead.
Disclosure: Futurum Research is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
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The original version of this article was first published on Futurum Research.
Shelly Kramer is a 20+ year marketing veteran and CEO of V3 Broadsuite, a marketing consultancy, and the President of Broadsuite Media Group. She’s a business strategist focused on B2B digital transformation, and delivering integrated marketing solutions for clients. She’s an expert at omnichannel marketing, content strategy and execution, connecting social media to business initiatives, and helping clients leverage the web for growth and profitability.